All your orders live in the Dashboard’s Service Order Monitor (SOM). Orders change status while going through their lifecycle, and a status change automatically moves the order to the applicable tab inside the SOM (like Today, Draft, Posted, Accepted, Problem, and Inactive). Each of these tabs has a Status and Sub-status filter that lets you easily group orders by status/sub-status.
Your Dashboard also has a Vital Statistics window that includes a link to Problem status orders. This gives you quick visibility to orders that need immediate attention so you can resolve any issues and support your customer’s experience.
Handle Problem orders by making a habit to log into ServiceLive – at least once in the morning, and once in the afternoon. This habit also makes it easy to manage all other orders.
How did the order get into Problem status?
After a Provider accepts an order, the Provider (or you) can change the order’s status to Problem by using the Report a Problem tab inside the order. This alerts you (or the Provider) if something is wrong and one party feels that the other party needs to know about it. We have a lesson on how to communicate with the Provider that includes steps on how to report a problem.
How do I resolve a problem (remove the order from Problem status)?
When a problem is reported, the order’s Report a Problem tab changes to Issue Resolution – where you (or the Provider) can enter Resolution Comments, and then click MARK ISSUE RESOLVED.
- This removes the order from Problem status and changes it to the appropriate status (depending on the order’s lifecycle).
- The resolution comments (and the original reported problem) will be available in order’s Order History tab.